1. © ELO Group BPM Seminar – October 2010
1

2. © ELO Group BPM Seminar – October 2010
Esteja na direção
“A melhor maneira de prever o futuro
É cria-lo”
Peter Drucker
2

3. © ELO Group BPM Seminar – October 2010
O Token: De Esquecido a Reverenciado
- Ou: A conexão das coisas
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4. © ELO Group BPM Seminar – October 2010
Exemplo 1: Q Card
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5. © ELO Group BPM Seminar – October 2010
Exemplo 2: Paypal's Bumper Payment
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6. © ELO Group BPM Seminar – October 2010
Exemplo 3: Monitorando o Bijlmer Euro
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7. © ELO Group BPM Seminar – October 2010
The provision of context information as
a competitive advantage,
or the story of the ’Twitter Poster Boy’
(NYT) Curtis Kimball.

8. © ELO Group BPM Seminar – October 2010

9. © ELO Group BPM Seminar – October 2010
Acompanhando uma parte
- usetrackthis.com
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10. © ELO Group BPM Seminar – October 2010
Twitter – Monitoramento de Processos como um
Serviço
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11. © ELO Group BPM Seminar – October 2010
Modelo de Monitoramento de Processos via
Twitter
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Traumatology @ PAHospital
3.2.4 Emergency Room | Brisbane, Australia
New role assigned to patient triage
Security Check @ Brisbane Airport
BAC 1.3.4 Security Check | Brisbane, Australia
Average Throughput time for all activities updated
AdhocLegal
S uppor t
com plet ed
At var i ousstages other than t he
expl ici tl yshow n events/ int erf aces
Legal Suppor t m ight j um pback to that
pr ocess.
Legal Suppor t
(post C C)
com plet ed
Legal Suppor t
recei ved (post
j udgm ent)
Det erm ine type
of legal suppor t
R efer cl aim to
Legal Ser vi ce s
Legal S upport
requi r ed
Fi le r efer red t o
Legal Suppor t
( post C C)
Legal
Assist ant
Re cor d date of
r ef err al
compl eti on
Legal base
Legal Ad vi ce
f rom ext er nal
pr ovider
Cour t Or der
Cour t Or der
Legal Advi ce
fr om exter nal
provi der
St andar d03
l ett er
Legal Br ief
( CD07)
iD ocs
Cour t
appli cat i on
CC Review
Receipt fi le
Legal base
C ategor ise fi le
i Docs
Legal Br ief
(C D07)
Standar d 03
l et ter
CC Review
Fil ei sLegal
Ref er ral
Fi le isal locat ed
Pr ovide wr i tt en
advice
Legal S ervi ces
Advice
Ret urn f il et o
cl aim shandl er
Al locat ef il et o
Legal Panel
Gener ate let ter of
i nstr uct ion
Send let t er to
Legal Panel
i Docs
Recor dl it igat i on
dr iver s
Let ter of
I nstr uct ion
A ll f uncti onsi nt his process are car ri ed
out bya Soli cit or i f not shown othe rw ise.
D eter mi nei f
r esear ch is
r equir ed
Research i s
r equir ed
Under take legal
r esear ch
Ext ernal
Assi st ance is
r equir ed
EngageExt er nal
Pr ovider
Recei vel egal
advice fr om
exter nal provi der
C ourt at tend ance
not requi r ed
Li asew it h
cl ai mant /agent
C onfi rm outcom e
in wr it ing
G enerat el et ter t o
cl ai mant /agent
i Docs
Standar d 03
l et ter
Att end court
Recei vecour t
deci sion
Al locat ef il e
Li asi onw it h
Cl aim ant / Agent
not r equir ed
Com plet e
com pulsor y
confer encing
r eview
CC Re vi ew
QM S
MS R
Com pul sor y
Conf er ence
Procedur e
Cont act
clai man t/ agent
Resolut ion
wi thout cour t
appli cat i on
possi ble
Gener ate let ter
confi rm ing
agreem ent
R eceive court
appl i cat i onf rom
cl ai mant
At tend cour t
Re co rd
com pul sory
confer ence
dr i vers
Send fi le and
let ter t o Legal
Panel
Receive CC
r evi ewf r om
Legal Pa nel
Checkqual it yo f
l egal advice
Q uali ty is
appropr iat e
R ecord r etur n of
f il e
Telephone Legal
Pr ovider t o
di scuss
Q uali ty of
Legal advi ce
50% n o.. .
All ocate fi le
Legal base
Gener ate
Al locat ion For mAl l ocat i on
For m
QMS
MS Out look
Revi ew fi le
Legal Servi ces
Fil eRevi ew
Ad dit ional
I nfor m ati onnot
r equir ed
Gat her
Inf or mat ion
Com plet e SETT
Acti on Plan
SE TTAct ion
Plan
Legal base
Per for m oth er
acti onsi f
r equir ed
Legal S upport
Fi le is Lit igat ion
Resear chi snot
r equir ed
Ext ernal
A ssi stance i snot
r equir ed
Court att endance
r equir ed
Li asi on wit h
Cl aim ant / Agent
requi red
Resolut ion
r equi res court
appl icat ion
R eceive court
decisi on
Qual it yi snot
appropr iat e
A ddit ional
Inf or mat ion
r equir ed
Legal base
Engage Ext ernal
Provi der
Receive legal
advi cef r om
ext ernal pr ovider
Legal base
Exter nal
Assista ncei s
requi r ed
Legalbase
Exter nal
Assi st ance is not
requi red
Legalbase
Legalbase
A ll ocate fi le to
Legal Pa nel
Gener at el ett er of
in st r ucti on
i Docs
Lett er of
Inst r ucti on
Legal base
Legal base
Legal base
A gree to meet i ng
detai ls wi th
i nter nal
part ici pant s
I nvest i gate inj ury
Invest igat e
l iabi li ty
I nvesti gate inj ur y Invest igat el iabi li ty
Fi le is Lim it ati on
Revi ew
Fil ei s
Co mpul sory
Confer ence
Revi ew
Fil ei sSETT
St andard 03
let t er
Ag ree onSE TT
Acti onP lan in
m eeti ng
La st ch ange: 2004- 05-13 17:06: 13
R efer ral
Fil est o
Legal
Ser vices
Pr ocedure is rel evant
for the whol epr ocess
Com esback to wher e it w asi nit iat ed
Legal
Assi st ant
Legal
Assist ant
Legal
Assist ant
Legal
Assist ant
Legal
Assi stant
Legal
Assi sta nt
Legal
Assi sta nt
Legal
Assist ant
Legal
Assist ant
Legal
Assist ant
Legal Suppor t
(Li abil it y)
com plet ed
Legal Suppor t
(I njur y)
com plet ed
Legal Support i sa servi cep rocesst hat can
be t ri ggered by mor et hanone ot her pr ocess.
W henj umpi ngt oLegal S upport keep in mi nd wher e
youcam e fr om. A ft er youw ent t hroug h
Legal Suppor t you havet oj um pback to that process.
CTP Cla im s
Super vi sor
Cl ai ms Handler
Seni or
Manager
CTP Cla im s
Team Leader
La wyer
Pr ovide ver bal
advi cet oC lai ms
Handl er
Legal Access
requi r ed
D iscussi ssue
I ssue does not
r equir el egal
r efer r al
Legal Refer ral
requi r ed
Recor d
consult at ion
Legal base
Legal Access
R ecord
Legal Access
compl eted
Cl aim sHandl er
Legal
Assist ant
Adhoc Legal
Suppor t r equir ed
At var ious st agesot her t han
the expli cit ly shown
events/ int erf acesLegal S upport
mi ght ber equi red.
Legal Suppor t
( post Lit iga ti on)
com plet ed
Legal Suppor t is aser vice process that can
bet r igger edby mor e than oneot her pr ocess.
W henj umpi ng to Legal Support ke epi nm ind wher e
you came fr om . Aft er you went t hr ough
Legal S upport you havet o jum pback to t hat pr ocess.
Goback to Cl aim sManage ment
Fi l er efer r edt o
Legal Suppor t
( post ju dgement )
Clai m not sett le d
/ Li ti gati on
com m enced
Comi ngf r om Clai ms Managem ent
Qual it yof legal
advi cef r om
t hePane. ..
Fi l er efer r edt o
Legal Suppor t
pr ior t o CC
Legal Suppor t
pr ior to CC
com plet ed
Payment Claims @ QUT
QUT 2.4.6 Business Rule | Brisbane, Australia
New Policy for hospitality claims from 6 August 2009
You follow 3 processes
Processes / Name

12. © ELO Group BPM Seminar – October 2010
Por quanto tempo?
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13. © ELO Group BPM Seminar – October 2010
Aplicativos de Iphone/ Ipad: Tempo de espera
da DL
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14. © ELO Group BPM Seminar – October 2010
Monitoramento de Processos pela Multidão
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15. © ELO Group BPM Seminar – October 2010
Monitoramento de Processos pela Multidão
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16. © ELO Group BPM Seminar – October 2010
Como isso poderia ter sido evitado?
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17. © ELO Group BPM Seminar – October 2010
235,147 Aplicativos…e nenhum processo
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18. © ELO Group BPM Seminar – October 2010
A Cadeia de Valor do Natal
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19. © ELO Group BPM Seminar – October 2010
A Cadeia de Valor de uma Viagem
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20. © ELO Group BPM Seminar – October 2010
Processos Suportados por Aplicativos

21. © ELO Group BPM Seminar – October 2010
Comprando uma Casa
Coreografia do Processo como um Serviço
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22. © ELO Group BPM Seminar – October 2010
Modelagem Colaborativa
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23. © ELO Group BPM Seminar – October 2010
Exemplos
- Oryx, Gravity, Lombardi
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24. © ELO Group BPM Seminar – October 2010
MS Surface – O que ele pode fazer por você?
24

25. © ELO Group BPM Seminar – October 2010
O que você está trazendo para a minha mesa?
25

26. © ELO Group BPM Seminar – October 2010
Saiba mais: BPMVE.ORG
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27. © ELO Group BPM Seminar – October 2010
Mais ideias
- Siftables: Componentes de Processos
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28. © ELO Group BPM Seminar – October 2010
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Prof. Michael Rosemann, PhD
BPM Research Group
Information Systems Discipline
Faculty of Science and Technology
Queensland University of Technology
E-mail: m.rosemann@qut.edu.au
Web: www.bpm.fit.qut.edu.au
Twitter: twitter.com/QUTBPMGroup